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Station Manager I - 90035461 - Washington

Date: Feb 12, 2018

Location: Washington, DC, US, 20002

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Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move America’s workforce toward the future. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority and the success of our railroad is the result of our employees.

Are you ready to join our team?

SUMMARY OF DUTIES:
Within an assigned division the position is responsible for managing and directing all passengers and train-related activities involved with station operations, ensuring an efficient, passenger-focused and well organized operation in compliance with Amtrak policies and procedures. Provide leadership, mentoring and guidance to station employees regarding daily performance. Manage employees involved in providing service to passengers that may include boarding of trains, red cap, checked baggage, ticketing, dissemination of passenger information, including operation of passenger information systems, assist passengers requiring assistance, cleaning and maintenance of station facilities.  Ensure safe and efficient station operations, optimize the employee contribution, passenger service and on-time performance, while providing appropriate levels of leadership in all areas.  This position will also be responsible for responding to and addressing customer needs and issues both in a face-to-face interaction as well as formal correspondences. Support and provide efficient management and oversight for stations related to budgets, staffing, payroll, a variety of support services, such as uniforms, etc., that maximize the provision of passengers and achieve financial and service delivery goals.  

 

ESSENTIAL FUNCTIONS:
•    Oversee and direct station service operations conducted through an assigned area of the division to provide the highest level of passenger satisfaction and achieve optimum customer satisfaction. 
•    Manage and monitor processes related to passenger interaction and entraining/detraining to ensure safe and satisfied passengers and employees and achieve on-time performance standard levels. 
•    Encourage and enforce staff compliance with corporate policies and procedures relative to customer service and recovery, accounting procedures, safety, security and environmental protection requirements, as well as uniform and grooming standards. 
•    Adhere to headcount standards, training, measuring and improving performance, counseling and appropriately discipline and reward station service employees in compliance with corporate standards and labor agreements. 
•    Serve as a liaison with Customer Service, Mechanical, Material Control and other departments, as necessary and where appropriate to coordinate and resolve service 
issues, including train delays, equipment and mechanical issues and service disruptions to assure passenger accommodation and crew availability. 
•    Handling of service disruptions and recovery efforts; (dealing with angry customers, making re-accommodations for hotels, buses, special needs, and unaccompanied minors) which require ability to work calmly under high pressure conditions.
•    Where applicable, manage and monitor state-related contracts, engineering department and facility management entities.  
•    Where applicable, manage and direct facility maintenance, coordinating with the Engineering department and facility management entities. 
•    Ensure implementation of proactive service recovery procedures designed to minimize passenger inconvenience. 
•    Manage and oversee station employees and/or station service remittance audits to ensure compliance with policies and procedures and to protect the revenue. 
•    Promote and encourage productive and professional relationships with local and state agencies, railroad personnel, commuter agencies (if applicable) and labor organizations and external contractors and vendors to support corporate goals for financial support and service delivery. 
•    Responsible for the implementation of the department’s safety plans, with specific goals and objectives to reduce injuries.     
•    Ensure compliance of Amtrak, local, state and federal mandates policies and procedures.

 

WORK EXPERIENCE:
•    Significant management experience with passenger handling and service delivery.  
•    Significant management experience with station operations.
•    Significant experience administering contracts with freight, commuter, or private entities relating to station operations, where applicable.    
•    Significant experience leading and managing others with varying levels of expertise, exhibiting innovative leadership ad management skills. 
•    Demonstrated ability to manage a departmental operating budget. 
•    Prior satisfactory work experience and proven leadership skills
•    Extensive computer skills with knowledge of spreadsheets, data base, presentations and word processing software related to field.
•    Ability to communicate both orally and written to work effectively with various agencies, departments and individuals throughout the organization with both internal and external customers. 
•    Must possess a working knowledge of applicable federal, state and local regulations and applicable Amtrak labor agreements pertaining to station employees and operations.    

 

OTHER REQUIREMENTS:
•    Able to multi-task in a fast-paced environment requiring quick thinking, tight time constraints, changing priorities and ability to solve problems. 
•    Majority of work is performed indoors.  However must be flexible to work externally as mandated by operational demands.
•    Hours and rest days assigned based on service and coverage requirements, and are subject to change.
•    Travel approximately 10%
    
PREFERRED EDUCATION:
•    Bachelor’s Degree in Business Administration, Transportation or a related field. 
    
PREFERRED WORK EXPERIENCE:
• Minimum of two (2) years experience in station operations.   
     
COMMUNICATIONS AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills

Requisition ID:34472
Posting Location(s):District of Columbia; Maryland; Virginia
Personnel Area:DC03
Job Family/Function:Transportation 
Relocation Offered:No 
Education Requirements:High School/GED
Travel Requirements:None 
Employment Experience Requirements:3 - 5 years of experience

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family, and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

We proudly support and encourage U.S. Veterans to apply for Amtrak job opportunities.

All positions require pre-employment background verification, medical review and pre-employment drug screen. Amtrak is committed to a safe and drug-free workplace and performs pre-employment substance abuse testing. All new hires are required to undergo a hair drug test which detects the presence of illegal drugs for months prior to testing. We appreciate your cooperation in keeping Amtrak safe and drug-free.  

In accordance with DOT regulations (49 CFR section 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety- sensitive duties for covered Department of Transportation positions.   If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, he/she will not permitted to perform safety-sensitive functions.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an Affirmative Action/Equal Opportunity Employer and we welcome all to apply. We consider candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability (including blindness), or veteran status. 

POSTING NOTES: Transportation || No Additional

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